Airline Customer Service
Posted Mar 2, 2011 by anonymous | 134 views | 0 comments
I recently phoned Air Canada to make a change to my flight. I was told I would have to pay a sum of money because there was a difference in fares. I'm still travelling to the same destination and my class of ticket did not change, but alright fine. I was informed that i would also have to pay a change fee. Understood. The person altering changes in the computer system needs to be paid. I was also notified that i would have to pay a booking fee. I asked for a further explanation and the rationale was that i was changing my flight. The tone in the service reps response was as though i was an idiot for asking. Right, i answered, but you are already charging me a change fee, so what's the booking fee? My flight is already booked! He couldn't properly answer my question and he seemed to gain great satisfaction from my frustration. My issue isn't the money. My company pays for change fees and it was only $160.00 anyway. My complaint is the logic behind the charges given to me and the tone of the service rep. Others who travel as much as i do have had similar complaints. There seems to be a need for more accountability beyond the supposed taping of telephone calls for quality assurance purposes.
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